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Measuring Customer Satisfaction
Measuring Customer Satisfaction
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Emrah CENGZ
1.
INTRODUCTION
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Reference
Oliver (1981, p. 27)
Churchill and
Surprenant,
(1982, p. 491)
Labarbera and
Mazursky
(1983, p. 394)
Definition
Final psychological state
resulting from the
disconfirmed expectancy
related to initial consumer
expectation
Evaluative or cognitive
opinion which analyses
whether the product
represents a satisfactory or
poor result for its end users
Key words
Evaluation
Object
Surprise
Final psychological
state
Disconfirmed
expectancy with
relation to prepurchase
expectations
Emotional response
Evaluative or
cognitive opinion
Emotional response
Operatively, similar to an
attitude because it can be
measured as the total
satisfaction from various
attributes
Subsequent evaluation of
purchase
Attitude
Result
Evaluation
Evaluation of surprise
derived from the purchase
of a product or service
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Product results
Comparison of
costs and rewards
of product relative
to expectations
Surprise
Emrah CENGZ
Reference
Definition
Cadotte, Woodruff,
and Jenkins
(1987, p. 305)
Tse and Wilton
(1988, p. 204)
Impression created
by evaluation
Use of product or
service
Response made by
evaluation
Westbrook and
Oliver
(1991, p. 84)
Fornell
(1992, p. 11)
Subsequent evaluative
opinion of choice relative to
specific purchase
Overall evaluation after
purchase
Evaluative opinion
Perceived
difference between
expectations (other
measures of
results) and the
actual result of the
product
Choice of specific
purchase
Oliver
(1992, p. 242)
Addition of attributes
to other sensations
derived from
consumption
Emotional response
Halstead, Hartman,
and Schmidt
(1994, p. 122)
Oliver,
(1996, p. 13)
Key words
Overall evaluation
Evaluative response
of satisfaction level
during consumption
Object
Comparison of the
perceived result
after purchase with
expectations prior
to purchase
Product attributes
Product result
compared to
standard expected
prior to purchase
Product or service
activities carried out during the process of purchase and consumption and
not only of observation and or direct consumption of the product or service.
All the reviewed definitions maintain, in one way or another, that
satisfaction implies: [15]
1) The existence of an objective that the consumer wishes to reach.
2) The attainment (satisfaction) of this objective can only be judged
by taking a standard of comparison as a reference.
3) The evaluation process of satisfaction implies the intervention of
at least two stimuli: a result and a reference or standard of comparison
3. MEASURING CUSTOMER SATISFACTION
From the beginning of the customer service revolution almost 20
years ago, a body of business research has focused on customer satisfaction
and customer-focused organizations. [16] All customer satisfaction studies
share the same underlying principle: to assess the performance of an
organizations products or services on the basis of how they are perceived
by the customer. Whether those perceptions are misplaced, lag behind
current performance or are a very accurate interpretation, customer
perceptions matter. Indeed, understanding these perceptions provides a
critical understanding of future customer behavior. [17]
In the 'new economy' knowledge is a resource as well as,
increasingly, a product: with tangible goods becoming globally standardized
and best practices travelling fast, companies gain competitive advantages
through constant innovation, better targeting of customers and additional
services. Those strategies cannot be applied to the arm's length type of
customer relations. The higher the innovative and service component, the
more the customer becomes part of the performance equation. Customer
relations then constitute an important asset that should be monitored just
like physical assets. Most emerging approaches to the measurement of
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Marketing Research
A sample-a statistically
representative sampling
Participants
identities
Acknowledgment
of Participation
Not essential-establishing
goodwill with sample is
irrelevant, it is unlikely
they will ever be sampled
again
No, participants will
Repeated
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The Issue
measurements?
When to survey
Marketing Research
become sensitized to the
issues, making their
responses less valid
A single wave may be
sufficient
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CONCLUSSION
There is no doubt that customer satisfaction has vital role for every
organization among business life. It can be said that measuring customer
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[8] Rust, R.T. and Oliver, R.L. ``Service Quality: Insights And Managerial Implications
From The Frontier'', in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions
in Theory and Practice, 1994, 241-68.
[9] Anderson, E.W. and Fornell, C., ``A Customer Satisfaction Research Prospectus'', in
Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice,
1994, 241-68.
[10] Parasuraman, A., Zeithaml, V.A. and Berry, L.L. , ``Servqual: A Multiple-Item Scale
For Measuring Consumer Perceptions Of Service Quality'', Journal of Retailing, Vol. 64,
Spring 1988, 12-40.
[11] Kotler, Philip, Marketing Management: Analysis, Planning, Implementation, and
Control, 7th ed., Englewood Cliffs Prentice Hall, NJ., 1991.
[12] Hanan, Mack and Karp, Peter, "Customer Satisfaction: How to Maximize, Measure,
and Market Your Companys Ultimate Product, American Management Association, New
York 1989, XII.
[13] Nick Wreden, Whats Better Than Customer Satisfaction? Viewpoint, May 24,
2004,Destination
CRM.com
(Customer
Relationship
Management),
www.destinationcrm.com/articles/default.asp?articleid=4056.
[14] Reed, John H., Hall, Nicholas P., Methods For Measuring Customer Satisfaction,
Energy Evaluation Conference, Chicago,1997.
[15] Millana, Angel, Esteban, Agueda, Development of a multiple-item scale for measuring
customer satisfaction in travel agencies services, Tourism Management, 25, 2004, 533546.
[16] Zemke, Ron, Schaaf, Dick, The Service Edge: 101Companies that Profit from
Customer Care, New York: New American Library, 1989, p.31.
[17] Customer Satisfaction Research, January 2001, http://www. benchmark.
research.co.uk, 17.02.2010.
[18] Mccoll-Kennedy, Janet, Schneider, Ursula, Measuring Customer Satisfaction: Why,
What And How, Total Quality Management, September 2000, Vol. 11/7, 883-897.
[19] Center Fort He Study Of Social Policy, Customer Satisfaction, Improving Quality And
Access To Services And Supports In Vulnerable Neighborhoods, What The Research Tells
Us February 2007, p.5.
[20] Hayes, Bob E., Measuring Customer Satisfaction, Development and Use of
Questionnaires, ASQC Quality Press, Milwaukee, Wisconsin, 1992, p.1.
[21] Gerson, op.cit.
[22] http://www. benchmark. research.co.uk, op.cit.p.7.
[23] Ibid.
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